Obviously there is huge growth in the use of social networks. But there is still a large part of corporations, which don’t see the real added value yet.
They, these corporations, might not see it, but certainly their customers do!
The 2010 customer experience impact from RightNow has the following findings:
· 55% of the respondents became a customer of a company because of their reputation for great customer service.
· 58% of respondents expect a response to a comment on a social network site. Only 22% got a response.
This means two things. If you want to attract new customers than you better make sure that you provide great service and if you want to retain them than you better respond to their questions!
So, there is a new layer of communication (social media) that needs to be integrated into the main customer service processes. And this is not just an activity on which you want to spend as little as possible, because you view customer service as a cost-center only. No, this is a revenue generator; this is a crucial part of the sales and marketing effort!
This is your wake-up call!
GROW YOUR PEOPLE, GROW YOUR BUSINESS!